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SERVICE DELIVERY LEAD IHS - TURKEY & CENTRAL ASIA

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Business Analytics & Consulting
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19000D1G Requisition #
Careers that Change Lives

Integrated Health Solutions (IHS) team members are seasoned professionals with in-depth knowledge of the healthcare value chain, as well as breadth of experience across multiple disciplines. They partner with hospital management teams and payers to drive complex transformational change, implement innovative growth strategies, streamline patient-focused care pathways and optimize operations.

 

IHS currently has a solid customer base in Turkey and in Kazakhstan, where a combination of Cath Lab and OR Managed Services are being provided, including the service offerings “Turnkey”, “Manage”, “Optimize” and “Growth”. The “Manage” offering includes Material Management, Procurement of Medtronic and 3rd party products, on-site staffing, IHS clinical and inventory management systems, and Managed Equipment Services; these are key building blocks for Service Delivery.

 


A Day in the Life

In this role you lead the activation of any new accounts and all activities performed by the Service Delivery team in TCA, part of the region Turkey, Western Asia, Levant (TWAL). You are responsible for maintaining and developing relationships with existing customer(s) to ensure excellent operational performance according to contractual commitments and best practice standards. You act as the Medtronic Service Delivery liaison for our customers and as the interface with C-suite and Sr. Management within our clients’ organizations for all operational matters.

 

You are the linking pin between IHS Business Management / Business Development, IHS Consulting community, IHS Service activation and IHS Capabilities, as applicable on local and/or MEACAT and/or EMEA level. You engage these different IHS stakeholders for smooth service delivery and you will address operational performance issues and escalate to IHS Operations Leadership to mobilize resources and rally further support as neededThe Service Delivery Lead TCA is part of the IHS EMEA Operations Community and has a direct reporting into the Regional Service Delivery Lead MEACAT. To ensure alignment with the business priorities and as part of the IHS Leadership in Turkey, the Service Delivery Lead TCA has a dotted reporting line into the IHS Business Manager TCA. In the capacity of local Service Activation lead, the role reports dotted line into the HIS Supply Chain & Service Activation Director EMEA.

 
 

MAIN JOB DUTIES/RESPONSIBILITIES

  • Lead Service Activation projects for the successful startup of new partnership accounts in TCA.
  • Together with Capabilities, define required resources to be allocated in business cases, service offerings and budgets for new accounts.
  • Lead the recruitment of required personnel for new partnerships in TCA and of additional/ replacement Service Delivery staff as required, to manage the existing installed base in TCA.
  • Manage the Service Delivery community in the TCA region.
  • Ensure flexibility in and (re)allocate staffing capacity to the different accounts based on business need/workload, including contingency plans and temporary coverage.
  • Arrange Service Delivery new hire onboarding, training in Service Delivery processes and systems, and professional training & development opportunities as needed.
  • Ensure that designated Service Delivery processes (related to but not limited to Material Management and Managed Equipment Services) and IHS Quality requirements are adhered to
  • Support Service Delivery teams in case of performance or collaboration issues.
  • Build standardization and deploy performance tracking at Installed Base accounts
  • Provide Monthly / Quarterly reporting as needed/agreed to clients, IHS Business Management, Medtronic TCA/TWAL management or BU’s, IHS Operations on the Service Delivery performance at the Installed Base accounts.
  • Identify best practice services, build reference cases based on that and set up best practice sharing methodologies between accounts.
  • Provide Operational Account Management / Customer Relationship Management
  • Lead required operational/strategic initiatives to “Manage” and further improve the Managed Service performance at Installed Base accounts.
  • In collaboration with IHS Consulting, drive or support required initiatives for delivery of “Growth” and “Optimize” services, to enhance value creation and delivery at Installed Base accounts.
  • In collaboration with IHS Business Management, IHS Finance and IHS Capabilities, drive or support initiatives to enhance profitability of the IHS business at installed Base accounts.
 
Must Have:
  • A proven track-record of at least 10 years in Service Delivery, Operations Management and/or Consulting roles with increasing responsibilities.
  • Experience in /exposure to Supply Chain, Material Management, Customer Service, Procurement processes and improvement initiatives.
  • At least 5 years of experience in (senior) leadership positions in matrix organizations.
  • Experience in project management, process improvement and change management.
  • Experience in people management, driving engagement and managing (virtual) teams.
  • Experience in dealing with (hospital) C-suite/Sr. Management/stakeholders.
  • Experience in working in a large corporate environment / multinational is a plus.
  • Experience in working in the healthcare sector /hospitals / a Cath Lab or OR department is a plus.
  • Master’s degree in a relevant functional area, MBA is desired.
  • Fluent in English and Turkish, both verbally and in writing.
  • Certified Project manager and/or Lean 6 sigma experience at (Master) Black Belt or Champion level is desired
OTHER SKILLS:
  • Strong customer focus.
  • Ability to develop and foster relationships with continuously changing stakeholders.
  • Excellent communication skills, analytical capabilities and presentation skills.
  • Thorough knowledge of the decision-making process within hospitals (physicians, C-suite, economic buyers) and of care-pathway and care cycles’ characteristics.
  • Strong business acumen, linking pin between operations and commercial management.
  • Strong people management (technical and interpersonal) skills.
  • Ability to provide structure and define the organizational setup and needs for a growing Service Delivery operation.
  • Resilient to work under pressure, against tight deadlines with occasional peaks in workload, in an uncertain and political challenging environment.
  • Knowledge about the local landscape of healthcare (service) providers, industry and distributors.
  • Knowledge about local / regional healthcare and reimbursement systems is a plus.
  • Knowledge about the local landscape of healthcare (service) providers, industry and distributors.
  • Knowledge about local / regional healthcare and reimbursement systems is a plus.
PHYSICAL REQUIREMENTS
  • Willingness to travel frequently within Turkey and occasionally to Central Asia or other countries in TWAL / MEACAT / EMEA for business meetings (total travel 50%-75%).
 

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